Call Center Forecasting And Scheduling

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Call Center Forecasting And Scheduling

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Author : Gerry Barber
language : en
Publisher: ICMI Press (International Customer Management Institute)
Release Date : 2000

Call Center Forecasting And Scheduling written by Gerry Barber and has been published by ICMI Press (International Customer Management Institute) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Call centers categories.

Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Amazon

Call Center Optimization

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Author : Ger Koole
language : en
Publisher: Lulu.com
Release Date : 2013

Call Center Optimization written by Ger Koole and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Business & Economics categories.

This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.

Call Centers For Dummies

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Author : Real Bergevin
language : en
Publisher: John Wiley & Sons
Release Date : 2010-04-16

Call Centers For Dummies written by Real Bergevin and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-16 with Business & Economics categories.

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

Call Center Management On Fast Forward

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Author : Brad Cleveland
language : en
Publisher: ICMI Inc.
Release Date : 1997

Call Center Management On Fast Forward written by Brad Cleveland and has been published by ICMI Inc. this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Business & Economics categories.

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Statistical And Economic Evaluation Of Time Series Models For Forecasting Arrivals At Call Centers

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Author : Andrea Bastianin
language : en
Publisher:
Release Date :

Statistical And Economic Evaluation Of Time Series Models For Forecasting Arrivals At Call Centers written by Andrea Bastianin and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.

Call Center Staffing

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Author : Penny Reynolds
language : en
Publisher: Call Center School Press
Release Date : 2003

Call Center Staffing written by Penny Reynolds and has been published by Call Center School Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Call centers categories.

A Practical Guide To Call Center Technology

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Author : Andrew Waite
language : en
Publisher: CRC Press
Release Date : 2002-01-02

A Practical Guide To Call Center Technology written by Andrew Waite and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-01-02 with Computers categories.

Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording

Call Center Demand Forecasting

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Author : Juan Manuel Boulin
language : en
Publisher:
Release Date : 2010

Call Center Demand Forecasting written by Juan Manuel Boulin and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with categories.

Call centers are important for developing and maintaining healthy relationships with customers. At Dell, call centers are also at the core of the company's renowned direct model. For sales call centers in particular, the impact of proper operations is reflected not only in long-term relationships with customers, but directly on sales and revenue. Adequate staffing and proper scheduling are key factors for providing an acceptable service level to customers. In order to staff call centers appropriately to satisfy demand while minimizing operating expenses, an accurate forecast of this demand (sales calls) is required. During fiscal year 2009, inaccuracies in consumer sales call volume forecasts translated into approximately $1.1M in unnecessary overtime expenses and $34.5M in lost revenue for Dell. This work evaluates different forecasting techniques and proposes a comprehensive model to predict sales call volume based on the combination of ARIMA models and judgmental forecasting. The proposed methodology improves the accuracy of weekly forecasted call volume from 23% to 46% and of daily volume from 27% to 41%. Further improvements are easily achievable through the adjustment and projection processes introduced herein that rely on contextual information and the expertise of the forecasting team.

Call Center Operations Management Handbook And Study Guide

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Author : Brad Cleveland
language : en
Publisher: ICMI Press (International Customer Management Institute)
Release Date : 2004

Call Center Operations Management Handbook And Study Guide written by Brad Cleveland and has been published by ICMI Press (International Customer Management Institute) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business categories.

This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time -- key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.

Call Center Operation

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Author : Duane Sharp
language : en
Publisher: Digital Press
Release Date : 2003-04-14

Call Center Operation written by Duane Sharp and has been published by Digital Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-04-14 with Business & Economics categories.

Complete coverage of the critical issues to set up, manage and efficiently maintain a call center.